LAL BAHADUR SHASTRI INSTITUTE OF MANAGEMENT, DELHI

Two Year Full-Time Post Graduate Diploma in Management

Trimester – V

Course Code: 511 Course Title: Total Quality Management & Six Sigma

Academic Session: 2010-2011 Instructor: Prof. S. K. Jain

COURSE OBJECTIVES:

The objective of this course is to make the students understand using quality as

a competitive weapon. The focus of the entire teaching will be on the philosophy

of total quality management stressing achievement of customer satisfaction,

employee involvement, and continuous improvement. The course will basically

have three elements, the philosophical element stressing the use of quality as

an integrating force, the generic tools and the tools of the QC department. Six

sigma teachings shall further train students learn methods of eliminating virtually

all defects from company’s products, processes and transactions.

1
COURSE CONTENTS:
Module No. Sessions Topic & Reading/s
1 1-3 Conceptual Framework
1. Quality as a management Philosophy. Concept
of Customer Driven Quality.
2. Employee Involvement. Customer satisfaction.
Supplier Partnership
3. Leadership concepts – The 7 Habits of Highly
effective people By Stephen R. Covey
4. Barriers to TQM

Cases:
 Chaotic Management, & Blind Alley of a
CEO, Total Quality Management, S.K.
Mandal
 Building quality through Quality at Gerber
TQM By James R. Evans

Readings:
 Total Quality Management, Dale H. Besterfield,
Carol Basterfield-Michna Editon 2003 (reprint
2010) Published by Pearson Education Part 1
 Total Quality, James R Evans, 2nd Indian Ed.
2005( Reprinted 2010), Ch 1, pp 1-29.
 Operations Management, Chase, Aquilano &
Jacobs, Ch 6
 Total Quality Management, R. Rama Krishnan
 “Why Total Quality Management Programs Do
not Persist: The Role of Management Quality
and Implications for Leading a TQM
Transformation”; Michael Beer, Decision
Sciences, Volume 34 Number 4, Fall 2003.
 “Too Much or Too Little Ambiguity: The
Language of Total Quality Management”,
Mihaela Kelemen, Journal of Management
Studies 37:4. June 2000, 0022-2380.

2 4-7 Evaluation of Quality Management & Quality

Gurus, Deming, Juran

1) National and International Quality Awards. Deming

14 points, Juran Triology, The Deming Cycle.
2) PDSA cycle 5S, Kaizen concept & Methdology.

2
 3) Improvement as management function.
Innovation, Kaizen. Concept of Continuous
Improvement, Quality Circles, Total Quality
Control, JIT and other process improvement
systems. Case Discussions.

Cases:
 Art of Managing By S.K Mandal
 For whom the Bell Tolls!
 Case of the Rotary Compressor By James R.
Evans

Readings:
 The Management and Control of
Quality, James & William, Ch 3, Ch 4
 Management Guide to Quality and Productivity,
John Bicheno, Pt_1
 OM Chase and Aquilano Ch 6, Ch. 4
 MIT Sloan Management Review Summer
2001, Pg 20
A Team approach to Kaizen, Journal of Industrial Technology, Glenn Gee,
Phil Mc Grath and Mahyar Izadi, (Fall 1996): pp 45-48.
.

3 8-10 Setting Quality Standards

8. Performance Measures, Benchmarking for

Continuous Improvement, Re-engineering
9. ISO 9000 & 14000 Standards
10. Case Discussions

Readings:
 TQM, Dale H Besterfield, Part 2 Ch 10, 18
 OM, Chase & Aquilano Ch 6
 Total Quality Management, R. Rama Krishnan
 Productivity and Quality, V. Upadhyay and
others.

3
4 11-14 Measuring and Reinforcing Quality

11. Concept of Statistical Quality Control and its

usages in controlling quality.
12. Flowcharts, Histograms, Pareto diagrams and
Ishikawa Diagram, Poka- Yoke.
13. X bar charts, R charts and there usage and
controlling quality. Interpretation of these
charts.
14. Basic understanding of Process capability as
related to statistical process control.

Case Discussions
1. Statistic in Practice 1 & 2, Total quality
Management, S. K. Mandal

Exercises:
 Exercises on SPC, ‘X bar’ and ‘R’ Charts, ‘P’
Charts

Readings:
 Management and Control of Quality, James R
Evans, Ch.13
 OM, Roberta & Bernard Ch. 15
 Quality Management, Howard Gitlow Part III,
Ch. 5, 6, 7 & 8
 Total Quality Management, R. Rama Krishnan
 Implementation of TQM in the Service Sector.
Case Study, TQM by P N Mukherjee, pp 380
 Sullivan, L.P. (1984), Reducing Variability: A
New Approach to Quality: Quality Progress,
July, pp 15-21.

5 15-20 Six Sigma Systems

15. Introduction to six sigma and its Benefits.

16. Infrastructure of six sigma
17. Process power: the five steps of Six Sigma.
Process management, the infrastructure for
six-sigma leadership.

4
 18. Putting people power into practice. Preparing
Black Belt and other key roles
19. Advanced six sigma Quality tools, QFD, SPC,
Six sigma DMAIC Methodology
Readings:

 The Ultimate Six Sigma: Keki R Bhote, 1st Ed.

2007, PHI.
 The Six Sigma Way
 Peter, Robert, Roland and Cavanagh (Pg: 11-
13, 35-36, 41-48, 51-65, 117-129, 335)
 Design for Six Sigma, C M Creveling, Slutsky
and D Antis
 Total Quality Management, R. Rama Krishnan
 Quality Function Deployment- A Practitioner’s
Approach, Brosset L James, and Milwaukee,
WI: ASQC Quality Press, 1991.
 The Power of Six Sigma, Subir Chowdhury;
Pearson Education (Singapore) Pte. Ltd 2001.

Cases:
• Statistics in Practice 1. M/S REC Refrigeration
Manufacturing Company

PEDAGOGY:

Besides Lectures, the concepts shall be reinforced through class discussions of

the assigned Cases / Readings/ Articles listed above. All students are required to
read them in advance and come prepared for active participation and constant
evaluation. Teaching shall be supplemented by Individual / Group assignments.
Live project shall be assigned to each group to experience real life situation. All
group assignments / Projects shall be presented to have the benefit of
knowledge sharing.

EVALUATION PARAMETERS:

 End Term Examination 60%

 Assignments, Case discussions, test, and participation 40%

Individual / Group Assignments 10

Class Participation / Attendance 10
Case Discussions / Mid-Term test 10
Live-Project 10

5
LEARNING RESOURCES:

1. Recommended additional readings:

 Total Quality Management: Dale H Besterfield, Glan and Mary, 3rd Asian
Ed. 2004, Pearson Education.

 Total quality management, S. K. Mandal

 Total Quality Management, P N Mukherjee, 1st Ed. 2006, PHI.

 Total Quality, Management, Organisation and Quality, 2nd ED. 2006,

Thomson Pub.

 Total Quality Management, Principles and Practice, Dr. S K Mandal, 1 st Ed.

2005, Vikas Pub. House Ltd.

 Quality Management, Tools and Methods for improvement, 2nd ed. Howard
Gitlow, Alan Oppenheium, Roso Oppenheium, Irwin

 The Management and Control of Quality, 4th ed., James R Evans, William
M Lindsay, South – Western College Pub.

 The Ultimate Six Sigma: Keki R Bhote, Indian reprint 2007, PHI.

 The Six Sigma Way, Peter S Pande, Robert P Neuman, Roland R

Cavanagh, McGraw Hill Pub.

 Design for Six Sigma, C M Creveling, J L Slutsky, D Antis Jr., Pearson Ed.

 Total Quality Management , Second Edition, Nagrajan R.S, Arivalagar

A.S.- Published by New Age International (p) Ltd.

2. Handouts and other reading materials will be provided as and when required.